电信服务质量管理研究
发布时间：2018-11-27 09:46
【摘要】：服务的影响无处不在。从传统的机械制造到信息行业,企业和客户都非常关注服务质量。电信企业作为特殊的服务性行业,其对服务质量的重视尤甚。本文以电信为研究对象,通过对电信企业服务质量管理的内容及其影响因素进行分析,讨论了顾客感知电信服务质量的设计,提出了其评价指标体系,论文通过建立电信服务质量的垄断企业模型和双寡头竞争模型,分析了电信运营商质量竞争的策略选择及其影响,在此基础上,构建了电信服务质量管理体系。最后,运用调查研究、比较研究、历史研究和数理统计等方法,对湘潭电信服务质量改进前后的客户满意度进行了实证分析。本文认为,服务质量是企业服务竞争优势的来源之一,员工管理是服务质量的重点和难点,信息沟通可提高客户的满意度。
[Abstract]:The impact of services is pervasive. From the traditional machinery manufacturing to the information industry, enterprises and customers are very concerned about the quality of service. As a special service industry, telecom enterprises pay more attention to service quality. By analyzing the content and influencing factors of telecom service quality management, this paper discusses the design of customer perceived telecommunication service quality, and puts forward its evaluation index system. Based on the establishment of monopoly enterprise model and duopoly competition model of telecom service quality, this paper analyzes the strategy choice and its influence of telecom operators' quality competition, and on this basis, constructs the telecom service quality management system. Finally, by means of investigation, comparative study, historical research and mathematical statistics, this paper makes an empirical analysis of the customer satisfaction before and after the improvement of Xiangtan telecom service quality. This paper holds that service quality is one of the sources of enterprise service competitive advantage, employee management is the focus and difficulty of service quality, and information communication can improve customer satisfaction.
【学位授予单位】：中南大学
【学位级别】：硕士
【学位授予年份】：2005
【分类号】：F626
本文编号：2360276
[Abstract]:The impact of services is pervasive. From the traditional machinery manufacturing to the information industry, enterprises and customers are very concerned about the quality of service. As a special service industry, telecom enterprises pay more attention to service quality. By analyzing the content and influencing factors of telecom service quality management, this paper discusses the design of customer perceived telecommunication service quality, and puts forward its evaluation index system. Based on the establishment of monopoly enterprise model and duopoly competition model of telecom service quality, this paper analyzes the strategy choice and its influence of telecom operators' quality competition, and on this basis, constructs the telecom service quality management system. Finally, by means of investigation, comparative study, historical research and mathematical statistics, this paper makes an empirical analysis of the customer satisfaction before and after the improvement of Xiangtan telecom service quality. This paper holds that service quality is one of the sources of enterprise service competitive advantage, employee management is the focus and difficulty of service quality, and information communication can improve customer satisfaction.
【学位授予单位】：中南大学
【学位级别】：硕士
【学位授予年份】：2005
【分类号】：F626
【引证文献】
相关硕士学位论文 前10条
1 牟博;邮政服务质量影响因素研究[D];兰州大学;2010年
2 程亚琴;泰州移动客户满意度提升策略研究[D];南京理工大学;2011年
3 陈燕妮;中国铁通长沙分公司服务质量体系优化研究[D];中南大学;2011年
4 王莹;基于六西格玛的移动通信服务质量评价体系的构建[D];东北师范大学;2011年
5 贾淑霞;加油站服务质量影响因素研究[D];山东师范大学;2012年
6 丛丽;呼叫中心服务质量测评模型研究[D];吉林大学;2007年
7 叶楠;银行国际结算业务系统的研究与开发[D];大庆石油学院;2008年
8 韩莉;顾客感知电信企业服务质量的研究[D];天津大学;2008年
9 沈亚斐;移动通信服务质量与服务忠诚多维度关系的实证研究[D];北京邮电大学;2009年
10 谢茜瑶;3G市场化运营初期中国电信运营企业的成长路径研究[D];北京邮电大学;2009年
，本文编号：2360276
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